# Crizie Gonzales

Crizie Gonzales is a remote worker on Himalayas, Workforce Management Manager at Teleperformance, based in Philippines.

Source: https://himalayas.app/@criziegonzales

```text
Workforce Management Manager at Teleperformance who optimized workforce planning and recommended ways to mitigate staffing gaps.
```

| Detail | Value |
| --- | --- |
| Availability | Open to opportunities |
| Location | Philippines |
| Authorized to work in | Philippines |
| Salary expectations | 35k+ USD |
| Job categories | Workforce Management Manager, Workforce Management Analyst, Workforce Scheduling Analyst, Capacity Planning Specialist, Real Time Analyst |
| Skills | Workforce Management, Workforce Planning, Forecasting, Capacity Planning, Workforce Scheduling, Real time Monitoring, Data Analysis, Data Interpretation, Quality Assurance, Process Optimization, Process Improvement, Service Level Agreements, Aspect, NICE IEX, Genesys |
| LinkedIn | https://linkedin.com/in/crizelda-g-b0a968a5 |

## About

```text
At Teleperformance, I led and optimized workforce planning strategies to meet service level agreements, and developed data-driven recommendations for senior leadership to mitigate staffing gaps.

Earlier at Teleperformance, I supervised WFM analysts and real-time teams, using historical data and real-time metrics to support operational efficiency. At Stellar Philippines Inc., I managed forecasting models and adjusted schedules based on intra-day trends.

As a Real-Time Analyst and Communication Assistant at Stellar Philippines Inc., I monitored queue performance and agent adherence, and facilitated text-based relay communications for the hard-of-hearing community while following strict quality and confidentiality standards.
```

## Experience

### Workforce Management Manager

[Teleperformance](https://himalayas.app/companies/tp). Jul 2019 - Aug 2026

```text
Led and optimized workforce planning strategies to meet service level agreements (SLAs). Developed data-driven recommendations for senior leadership to mitigate staffing gaps.
```

Skills: Workforce-Planning, Forecasting, Capacity-Planning, Data-Analysis, SLA-Management, Real-time-Monitoring, Process-Optimization

### Workforce Management Assistant Manager

[Teleperformance](https://himalayas.app/companies/tp). May 2017 - Jul 2019

```text
Supervised WFM analysts and real-time teams to balance staffing requirements. Analyzed historical data and real-time metrics to drive operational efficiency.
```

Skills: Workforce-Management, Team-Supervision, Data-Analysis, Real-time-Monitoring, Operational-Efficiency

### Workforce Scheduling Analyst and Capacity Planner

Stellar Philippines Inc.. Jul 2013 - May 2017

```text
Managed short-term and long-term forecasting models to ensure accurate scheduling. Identified intra-day trends and adjusted schedules to maximize resource utilization.
```

Skills: Forecasting, Capacity-Planning, Scheduling, Data-Analysis, Resource-utilization

### Real-Time Analyst

Stellar Philippines Inc.. Oct 2012 - Sep 2013

```text
Monitored real-time queue performance and agent adherence to schedules. Executed immediate corrective actions during volume spikes or systemic outages.
```

Skills: Real-time-Monitoring, Queue-Management, Adherence, Incident-Response

### Communication Assistant

Stellar Philippines Inc.. Dec 2011 - Oct 2012

```text
Facilitated real-time, text-based relay communications for members of the hard-of-hearing community, accurately conveying conversations between parties. Preserved intended meaning, tone, and context while processing written communication quickly and neutrally.
```

Skills: Communication-Skills, Text-Relay, Confidentiality, Quality-Standards

## Education

### University of Santo Tomas

Bachelor of Science in Nursing, Nursing

```text
Bachelor of Science in Nursing degree from the University of Santo Tomas, completed in 2011.
```

## Tech stack

- Tableau
- Amazon Connect
- Salesforce
- Zendesk
- Google Sheets
- Genesys
- Power BI

To contact Crizie, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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